Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased ******** windows inDecember 2021.We had over 20 year old windows that were infiltrating air. We saw an advertisement that claimed custom windows that were air tight preventing air infiltration,heat reduction,sound reduction. A representative came out and had an impressive presentation. We only did the windows in front of the house, because of they were the most needed. When we purchased the windows nothing was discussed about the need to replace existing woodwork or the structure of the surroinding windowsor the house. We paid 16 k to have someone who is qualified to install windows properly. The windows were installed. That fall of 2021 we immediatly noted air infiltration in the windows and condensation, and no change in sound reduction They came out multiple times. I did verbalize my frustration and dissatissfaction with company multiple times They pulled the windows out. Then they told us it was the structure surrounding the windows, with insulation and we needed a dehumidifier. Why didnt they see that when they installed the windows? We were given multiple reasons for the air leaking but never was that pointed out when installing the windows.There is air that is infiltrating at te seams, and the sliding front windows. There is no difference in the new windows than my old 20 year old windows.. The windows are leaking air and they dismiss my complaints. These are brand new windows that i paid 16 k for and i could have saved my self the money. I even went to corporate and I was redirected back to the company providing service..I have been dealing with them for over 3 years because it was do something and wait and see what happens. So I am hoping that maybe I can get some help from the Better Business Bureau because I feel that i have purchased a product that was malrepresented to me and has not met the standards that i was promised .I could have gotten windows for much less than what i paid for.Thank you for your time,***************************

  Business Response

  Date: 03/05/2024

  Tell us why hDear ******,
  Thank you for giving us the chance to address your concerns.We have offered to refund you your money through our normal disengagement process.You spoke to our corporate office about disengagement on February 6, 2024 but the call was cut short as you hung up on our homeowner resolution specialist.You then reached out to our location on February 12,2024. Our last phone call was on February 12th was left with the choice of two options. The first would be to come back out and take a look at everything including the brick on the outside of your home to find out where the air is coming through or, to follow the normal disengagement process so that you can ultimately receive a refund. You have not called back in to our local office or our corporate office since that date. Please reach out to either party directly so we can start the disengagement process if that is what you wish to do. ere...

  Business Response

  Date: 03/05/2024

  To Whom It May *********************** have been out to this homeowner house to address her concerns multiple times as she indicated over the years. We present some of the issues that are existing and she always says she understands but does not accept our explanation. There were things initially after installation that had to be remedied but they have been addressed. When we go out to her home, we can not feel the air infiltration. When ****** speaks to anyone in person or on the phone she escalates to screaming. She is more than welcome to be upset but the behavior has become unacceptable. We decided to disengage with this customer as there wouldn't be anything we can do to make her happy if she is not willing to address some things within her home. If she chooses disengagement she would ultimately be refunded the entire amount. The last phone call I had with her ended with her telling me she had to talk it over with her husband. This call was on February 12th. We have not heard from ****** since then. 

   

  Thank you for your time and attention. 

  Customer Answer

  Date: 03/22/2024

  I never received any calls from the BBB regarding this case. I never recieved a case number. I was waiting to hear from BBB . I am asking you not to close the case and to resubmit the complaint to this company. Please contact me **********

  Customer Answer

  Date: 05/08/2024

    ******** windows has been out multiple times over the years because they would perform and attempt to fix a problem and then tell me."Lets see if that helps and we promise we will fix the issue " " We are here for you , and we stand by our product". I absolutely have raised my voice with them over the phone and when they have come out to fix the issues of my windows that cost me 16 k. .I paid for a product that I was told would be sound proof ,heat proof, and that I would have windows that no longer leaked air.These brand new windows are no better than my over 20 year old windows that I had. .I am upset ,,,, I have had to take off of work each time they have had to come out and spend an entire day waiting for them to remedy the problematic windows. I have done what they have suggested everthing from leaving a window cracked when it was 20 degrees out to buying 2 dehumidifiers.I have moved my window treatments as well per their suggestion. So that is incorrect that I have not done what they have suggested ..These windows leak air at the joints and the tracks ,seams of the windows. The representatives have come out on mild days when it has not be windy. The window treatments actually move and hit the windows when it is windy out from the air infiltration. I have watched the representatives stick foam in the tracks of the windows to blowing into the tracks to try and remedy the air infiltration. However, all of their efforts have been unsuccessful.t .As for the issues that now need to be remedied .....Why was I not told about these issues prior to installation .Any ********* would discuss this with their client prior to performing work. The reason why is because they have installers not carpenters installing the product! The windows are just made sure that they fit in the hole..I last spoke with ******** windows and I was told about dissingagement recieving 5o% immediately and the other 50% when new windows installed.. I  want a refund of product. I thank you for your time  and appreciate all your help in addressing this issue.
  Thank you again ,
  ***************************

  Business Response

  Date: 05/09/2024

  Dear ******, 

  Thank you for posting your response as it is clear you would like to disengage with our company. Please reach out to the local office at ************ or our **************** at ************** so we can discuss next steps of disengagement. 

  Kind Regards, 

  Renewal by Andersen of Northeast PA 

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a patio door from Renewal by Anderson this Summer. I was told that they were very busy and I would have to till October until door was completed and ready for installation. Was told that door would be installed on October 18. The installers arrived and discovered the door was damaged. Was told by office that despite this issue being totally Anderson fault I would have to wait until December for new door, and they could do nothing to expedite. Called last week and was told would be installed today December 7 around 9:00 AM. Called yesterday to confirm and was insured they would be here. So for the second time moved furniture, removed wall hanging and molding. Received call this morning that they were not coming due to weather, even though it is under covered patio, and have cleared out area in garage for installers to work. Was told that there was nothing that could be done. So I requested to speak to manager. Was told they would call after they got out of morning meeting. At 11:30 got tired of waiting and contacted corporate and once again was nothing they could do and to contact local office. Customer service is nonexistent at Anderson past salesman promises. Anderson has clearly not lived up to contract me made I summer yet they have had our deposit money 1/3 of $10,000 price since summer. Still no door and no indication that Anderson that they will do anything to remedy situation.